September 01, 2010

What Works for the Worker, Works for the Customer

Yesterday, I wrote
about our roundtable discussion on internal communications. I mentioned
staff communications and it's effect on customer/client needs.

This was the golden nugget we uncovered during our chat - at the end of the day, proper internal comms drive more value from your customer and client relationships.
And not just monetary value: loyalty, recognition, association,
recommendations, on and on and on. An excited, informed staff member is
better equipped to provide a greater service experience to your audience
(Zappos being the most obvious of examples…)

Internal communication, then, cannot be an afterthought. Communication affects service. Communication is service; A service to your employees which improves service for your customer.

It’s not a new concept but it is one that, in our world of increasing
content and decreasing time for it all, can be easily forgotten on the
back burner.

We've started a few growing group discussions on LinkedIn around
these ideas - would be great to hear your thoughts either here on the
blog or over in the discussion groups.